2022-2023

IT helpdesk/ Admin | PC Connection

Ranked 90-100% in quality Key Performance Indicators (KPIs) for 5 consecutive months, providing remote IT support for 100 clients per day Achieved an 80% responsibility rate for network-related tickets within the ticket queue by effectively troubleshooting issues such as network printing, Shared drives / Drive mapping , file security/ access, configuring and resolving VPN connection issues(Citrix, Cisco, Forticlient, Global Protect, Windows VPN)Demonstrated exceptional quality, resulting in recognition for consistently handling the highest volume of tickets per month Produced weekly ticket reports for stakeholders, ensuring comprehensive insights into customer-related issues, software concerns, and daily resolutions. This proactive approach facilitated robust analysis.

2021 - 2022

IT helpdesk/ Admin | Charles schwab

Demonstrated proficiency in resolving priority business critical tickets for email apps & desktop software such as Client Central, Service Desktop, ForceFone, Softphone, Polycom, & Cisco systems to maintain uninterrupted company operations Supported colleagues by assuming responsibility for their tickets, effectively meeting deadlines and contributing to achieving First Time Resolution (FTR) goal metrics, showcasing a commitment to collaborative problem-solving Provided chat, email and phone call support for IT support issues for troubleshooting (outlook, one note,) Network hardware, company devices such as cell phones, and pc configuration, hardware deployment for workstations and administrative management for ADUC, Azure AD, Okta & O365 for user access.

2020 - 2021

IT helpdesk/ Admin | Arrive Logistics

Recognized as "Employee of the Week" within the first month of employment, demonstrating exceptional dedication and initiative, highlighting consistent contributions to the team's success and fostering a culture of excellence in data driven goals. Selected to join Arrive's Executive Board’s Customer Obsession Committee, dedicated to fostering a customer-centric business culture. Actively engaged in various company culture groups, advocating for employee well-being and community involvement, thereby demonstrating a commitment to enhancing workplace dynamics and promoting a supportive space Conducted in-depth research on software data Supported and managed company systems such as Microsoft office, Talkdesk, DAT slack and G chat, Okta, GMail, Google admin, Microsoft admin and Jamf, Okta group

2020 - 2020

IT helpdesk/ Admin | GIP Networks

Rendered remote support utilizing software platforms such as LogMeIn/RescueAssist and TeamViewer to efficiently access necessary servers, enabling prompt resolution of end user issues and ensuring uninterrupted workflow. Fulfilled duties as a junior admin by supporting senior engineers by effectively resolving delegated tickets related to colocation services, showcasing strong problem-solving skills and contributing to the team's success for resolution Effectively monitored dynamic graphs and visuals to assess network data proficiency, ensuring the stability of quality service for client servers. This proactive approach demonstrated keen attention to detail and contributed to maintaining optimal performance in network data Successfully managed administrative IT projects